Use queries from fewer datasets

To simplify the dashboard filtering process, don't use queries from too many datasets. Normally one or two datasets will provide enough data. For example, queries in the most common pre-built dashboard tabs are based on one dataset.

Sometimes, you'll need to add queries to a dashboard from multiple datasets. In such situations, review the queries placed in the tab to ensure that they can't be created from the same datasets.

Select the time filter attributes you need

Each dataset has multiple time attributes. All these attributes are listed in the time filter menu and can be used to filter the dashboard tab. If queries that were added to the dashboard are from multiple datasets, then time attributes from multiple datasets will be available in the filter menu.

The goal is to select only those time attributes that you actually want to use for filtering the queries in the tab. Normally, you will need one to three time attributes per tab. For example, the Tickets tab of the default Support dashboard uses two attributes for time filtering, Ticket created and Ticket solved.

Note: Currently, attributes displayed in the time filters use the technical titles instead of the regular attribute titles. We are working on updating this in a future release.

Link data filters

If you are using more than one dataset in the same dashboard, you need to link data filter attributes to the equivalent attributes from other datasets.

For example, the Satisfaction tab of the default Support dashboard uses queries form two datasets, Tickets and Ticket Updates. The data filters are based on the attributes from the Tickets dataset. To ensure that these filters are applied on all queries, they are linked with attributes from the Ticket Updates dataset.

Exclude filters from queries

There are two main reasons for excluding dashboard filters from individual queries:

You are using more than one attribute in the time filter.

You don't want some of the queries to be affected by a specific filter.

Dashboard filters can be disabled for each query via the Exclude filters setting.

To disable dashboard filters for a query

Select a query widget in the dashboard.

In the right top corner of the widget, click the arrow button.

In the menu, click Exclude filters.

Choose the filter type, then select the attributes that will not be applied to the query.

Save default filter values via bookmarks

Values that are selected from a dashboard filter are not automatically saved. Because of this, each time the dashboard is accessed or reloaded the filter selections are reset. Because of this, it's important to set the default bookmark for each dashboard tab. It is especially important if a time filter is used in the tab or if the dashboard will be scheduled for email delivery.

Default bookmarks are not used when you schedule a delivery of a dashboard.

To set a default bookmark

Configure the dashboard with the default filter values you want.

In theDashboardmenu, clickAdd and select Add bookmark.

On theBookmarkpage, clickCreate bookmark from current state.

Enter a display name.

Pin the bookmark (). Pinning a bookmark ensures that it is selected by default.

If you are not setting additional bookmarks you can hide it by clicking the arrow button in the right top corner of the widget and then clicking Hide.

Tip: If the dashboard is a copy of the default dashboard or was created by someone else, first check if the bookmark widget wasn't added to the tab already. To locate a hidden bookmark widget click Show hidden widgets button.

16 Comments

I want to set up dashboard filters that only show active groups and ticket forms. I looked at creating a group or set, but they both require that I maintain them manually. Is there a way to create a dashboard filter (or group or set) that automatically checks the status of the group or ticket form and on;y shows ones that haven't been deleted?

I want to change one of the default filters on the 'Backlog' tab of the default Support report from 'Ticket Brand' to 'Ticket Form', as we don't use multiple brands. However when I clone the default report, go the Backlog tab, and change the filter, now the filter doesn't apply to any of the queries below it. Is there a way to link the filter to the queries, or am I missing something else?

It sounds like your filter isn't applying to the correct dataset. For example, by default the ticket brand filter is linked to the backlog dataset. Any chance you could provide a screenshot of your filter settings so we can take a look?

Eugene Orman I am fairly sure that my trackpad is behaving as expected; I can scroll the entire page, just not to where there are supposed to be more options, as shown in the last gif in this article. If I try to scroll in the dark "Bookmark" menu, the entire page moves a bit, but there are no other options to display. I don't have an option to name or pin a bookmark, rendering them much less useful, which is a bummer. (I've got a screen recording, but it doesn't look like I can upload that here.)

When it comes to inserting video files into Guide, I would recommend taking a look at the article I linked below. It goes into detail on how to insert videos into articles which you should find helpful.